Certified Plus

Please see the attached file for our response to claim id [redacted] If you have any questions, please contact usSincerely, CertifiedPlus, Inc

We have received above mentioned complaint and appreciate the opportunity torespondIn reviewing your contract history, we see we have successfully completed 8previous claims, with a 9th being denied as it was outside the parameters of yourcontractWe are sorry that you feel your experience on your latest claims was less thansatisfactory.We have investigated this matter and have come to the conclusion that your claims werehandled in accordance with your Service ContractPlease allow us to explain why thisdetermination has been made for your claims.You state in your complaint that your desired settlements are for Certified Plus to “finishthe job” and “to paint entire rims (sic) so that they look complete and not like a childspray painted thrm (sic)”However, as we explained via email to you on April 18, 2016,we consider your claims completed and closedThis determination was made for severalreasons, foremost being that you signed the repair orders, agreeing to the followingStatement of Satisfaction that appears on said repair orders:The undersigned customer has been provided the CertifiedPLUS EXTENDED SERVICE PROGRAMAGREEMENT and has read the explanation of the repair process and limitations explained thereinTheundersigned customer agrees that any questions regarding the repair process have been fully explainedby a qualified repair technician and the customer is fully informed regarding the repair process andlimitationsThe customer agrees that he/she has inspected and has been fully informed by the repairtechnician the results of the repair processIt is hereby agreed by the customer that all repairs performedby CertifiedPLUS have been performed in a workman like manner and customer agrees that best effortshave been utilized to make repairs in accordance with the EXTENDED SERVICE AGREEMENTThecustomer agrees and represents that no promise, inducement or agreement not contained within theEXTENDED SERVICE AGREEMENT has been made and the EXTENDED SERVICE AGREEMENT containsthe entire agreement between the partiesThe customer is fully satisfied with the work performed andreleases CertifiedPLUS from any liability to any pre-existing damage, wind, lightning, hail, alterations,surface rust, paint chipping, stone or sand abrasion, cracking, peeling, crazing, mechanical or movingparts, vehicle defects or any other damage to the vehicle not covered by the CertifiedPLUS repair process.THE UNDERSIGNED CUSTOMER HAS READ AND FULLY UNDERSTANDS THE FOREGOING STATEMENTAND IS FULLY SATISFIED WITH THE WORK PERFORMED BY CertifiedPLUSBesides your documented Statement of Satisfaction, other determining factors areoutlined below in reference to your specific complaints.1) “Work not complete, shabby” and “didn’t do proper work on rims”:aOn page of your contract, under the section “The Repair”, it states “Wehave fulfilled our obligation under this agreement if, in the judgement ofthe trained technician, our best efforts have been made to repair thedamage utilizing our techniques.” We have spoken with the technicianassigned to your claims and have determined that the damage to yourrims was repaired in accordance with your contract.bOn page of your contract, under the section “Agreement”, it states that“Program Administrator agrees to repair any door ding or small dent,factory alloy wheel damage, paint or scratches and seat or door paneldamage on this automobile that are repairable through the program’sspecialty repair techniques.” The specialty repair techniques for rim repairare defined as Cosmetic TouRepair for minor damage to rims(scratches or curb scrapes)The repair technique does not include wheelrim re-manufacturing or replacementYour assigned repair technicianexplained that the entire wheel would not be repainted and some of thedamage you were referring to is simply brake dust and dirt that could bewashed offYour CertifiedPlus Service Contract does not cover washingyour vehicle.cIn addition, the repair technician believes that your rims are damaged tothe extent that they may need to be replaced – on page of yourcontract, under the section “The Repair”, it states “Some damage,however requires body shop repair or replacement of parts not coveredby this contract”For you own safety, we suggest you have your bentrim(s) inspected by a trained mechanic.2) “closed claim without speaking to me”:aIn an email communication sent to you by our claims department on April18, 2016, you were told “that at this time, we consider your claimscompleted and closed”The claims/repairs are complete and therefore areclosed.bIt is our company policy to communicate via email when there is a customerissue, so that both parties have documentation of exactly what has beencommunicatedThis was done in your case as stated aboveAs weexplained above, your claims are considered complete as you signed therepair orders.cWe have record of several email communications with you, as well asphone communications which are outlined below:3/21/– customer called in claim to toll-free #3/21/– CertifiedPlus claims representative emailed customerrequesting pictures and more information regarding damage4/6/– customer emailed requested information and pictures ofdamage (scratch damage information/pictures were incomplete)4/7/– CertifiedPlus claims representative emailed customerwith results of claim review4/11/– CertifiedPlus received phone call from assigned repairtechnician stating customer didn’t want to travel to the assignedrepair location4/11/– customer & CertifiedPlus claims representativeexchanged voicemails regarding repair location4/16/– CertifiedPlus received customer signed repair ordersdated 04/16/from repair technician.4/18/– CertifiedPlus received email from customer statingverbatim - “The work was substandard scratches still on rims andrims looked like a child spray painted or took a brilush (sic) wouldlike to speak with someone about doing job properly”4/18/– CertifiedPlus received voice message from customer4/18/– CertifiedPlus emailed customer with response to earliercustomer email & phone call.3) “Technician was supposed to fix scratches didn’t complete the job told me topurchase paint myself (sic)”:aIn an email communication from our claims department on April 7, 2016to you, it was explained what scratches would NOT be covered under yourCertifiedPlus contractSee below:“Ms [redacted] ,Thank you for sending in your damage description and picturesAfter reviewing theinformation, the following items are not covered under your Certified Plus contract:? Any scratch located on the bumper or other plastic panel on your vehicle.? Any scratch that is beyond the depth of the primerSince I do not have pictures of several of the scratches, the technician will inspect yourvehicle and make a final decision on repairs at the time of your appointment.”bWe have investigated your statements with the technician and understandthat you were told that a scratch on the hood was beyond the depth ofthe primer and therefore excluded from repairIn addition, you were toldthat scratches to your plastic bumper covers were not covered under yourcontractThe technician then advised you that if you located your paintcolor code, simple toupaint, available to retail consumers, could beapplied to your damaged bumpersAgain, we suggest you apply or hiresomeone to apply this toupaint to prevent rust and for thedeterioration to your vehicle.cDue to communication with you, previous to your appointment (as well asat the time of the appointment) that scratches beyond the depth of theprimer, on the bumpers or other plastic panels would not be repaired, wehave concluded that the scratch claim has been fully satisfiedIn summary, we have completed an exhaustive review of your claims and communicationwith you, interviewed the claims representative and repair technician assigned to yourrepairs, and we have ultimately concluded that your claims were satisfied in accordanceto your service contractWe consider the matter closed.Sincerely,CertifiedPlus

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe company president called and apologizedI accepted the apology and expect nothing furtherYou can withdraw my complaint
Regards,
*** ***

I spoke to the customer by phone on 1/8/She indicated she received rude comments or inappropriate dismissal of her complaints from one of our employeesThere was considerable discussion about the entire process, and our handling of her case in particularI apologized, as President of the
company, for any shabby treatment she receivedShe indicated that she accepted my apology and considered it adequate to resolve her complaintShe indicated she would withdraw the complaint from Revdex.comThank you for bringing this to my attention - we strive to please customers and I need to know when we fall short

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Please see the attached file for our response to claim id [redacted] If you have any questions, please contact us. Sincerely, CertifiedPlus, Inc.

We have received above mentioned complaint and appreciate the opportunity torespond. In reviewing your contract history, we see we have successfully completed 8previous claims, with a 9th being denied as it was outside the parameters of yourcontract. We are sorry that you feel your experience on...

your latest claims was less thansatisfactory.We have investigated this matter and have come to the conclusion that your claims werehandled in accordance with your Service Contract. Please allow us to explain why thisdetermination has been made for your claims.You state in your complaint that your desired settlements are for Certified Plus to “finishthe job” and “to paint entire rims (sic) so that they look complete and not like a childspray painted thrm (sic)”. However, as we explained via email to you on April 18, 2016,we consider your claims completed and closed. This determination was made for severalreasons, foremost being that you signed the repair orders, agreeing to the followingStatement of Satisfaction that appears on said repair orders:The undersigned customer has been provided the CertifiedPLUS EXTENDED SERVICE PROGRAMAGREEMENT and has read the explanation of the repair process and limitations explained therein. Theundersigned customer agrees that any questions regarding the repair process have been fully explainedby a qualified repair technician and the customer is fully informed regarding the repair process andlimitations. The customer agrees that he/she has inspected and has been fully informed by the repairtechnician the results of the repair process. It is hereby agreed by the customer that all repairs performedby CertifiedPLUS have been performed in a workman like manner and customer agrees that best effortshave been utilized to make repairs in accordance with the EXTENDED SERVICE AGREEMENT. Thecustomer agrees and represents that no promise, inducement or agreement not contained within theEXTENDED SERVICE AGREEMENT has been made and the EXTENDED SERVICE AGREEMENT containsthe entire agreement between the parties. The customer is fully satisfied with the work performed andreleases CertifiedPLUS from any liability to any pre-existing damage, wind, lightning, hail, alterations,surface rust, paint chipping, stone or sand abrasion, cracking, peeling, crazing, mechanical or movingparts, vehicle defects or any other damage to the vehicle not covered by the CertifiedPLUS repair process.THE UNDERSIGNED CUSTOMER HAS READ AND FULLY UNDERSTANDS THE FOREGOING STATEMENTAND IS FULLY SATISFIED WITH THE WORK PERFORMED BY CertifiedPLUS. Besides your documented Statement of Satisfaction, other determining factors areoutlined below in reference to your specific complaints.1) “Work not complete, shabby” and “didn’t do proper work on rims”:a. On page 2 of your contract, under the section “The Repair”, it states “Wehave fulfilled our obligation under this agreement if, in the judgement ofthe trained technician, our best efforts have been made to repair thedamage utilizing our techniques.” We have spoken with the technicianassigned to your claims and have determined that the damage to yourrims was repaired in accordance with your contract.b. On page 1 of your contract, under the section “Agreement”, it states that“Program Administrator agrees to repair any door ding or small dent,factory alloy wheel damage, paint or scratches and seat or door paneldamage on this automobile that are repairable through the program’sspecialty repair techniques.” The specialty repair techniques for rim repairare defined as Cosmetic Touch-Up Repair for minor damage to rims(scratches or curb scrapes). The repair technique does not include wheelrim re-manufacturing or replacement. Your assigned repair technicianexplained that the entire wheel would not be repainted and some of thedamage you were referring to is simply brake dust and dirt that could bewashed off. Your CertifiedPlus Service Contract does not cover washingyour vehicle.c. In addition, the repair technician believes that your rims are damaged tothe extent that they may need to be replaced – on page 2 of yourcontract, under the section “The Repair”, it states “Some damage,however requires body shop repair or replacement of parts not coveredby this contract”. For you own safety, we suggest you have your bentrim(s) inspected by a trained mechanic.2) “closed claim without speaking to me”:a. In an email communication sent to you by our claims department on April18, 2016, you were told “that at this time, we consider your claimscompleted and closed”. The claims/repairs are complete and therefore areclosed.b. It is our company policy to communicate via email when there is a customerissue, so that both parties have documentation of exactly what has beencommunicated. This was done in your case as stated above. As weexplained above, your claims are considered complete as you signed therepair orders.c. We have record of several email communications with you, as well asphone communications which are outlined below:3/21/2016 – customer called in claim to toll-free #3/21/2016 – CertifiedPlus claims representative emailed customerrequesting pictures and more information regarding damage4/6/2016 – customer emailed requested information and pictures ofdamage (scratch damage information/pictures were incomplete)4/7/2016 – CertifiedPlus claims representative emailed customerwith results of claim review4/11/2016 – CertifiedPlus received phone call from assigned repairtechnician stating customer didn’t want to travel to the assignedrepair location4/11/2016 – customer & CertifiedPlus claims representativeexchanged voicemails regarding repair location4/16/2016 – CertifiedPlus received customer signed repair ordersdated 04/16/2016 from repair technician.4/18/2016 – CertifiedPlus received email from customer statingverbatim - “The work was substandard…scratches still on rims andrims looked like a child spray painted or took a brilush (sic)…wouldlike to speak with someone about doing job properly”4/18/2016 – CertifiedPlus received voice message from customer4/18/2016 – CertifiedPlus emailed customer with response to earliercustomer email & phone call.3) “Technician was supposed to fix scratches didn’t complete the job told me topurchase paint myself (sic)”:a. In an email communication from our claims department on April 7, 2016to you, it was explained what scratches would NOT be covered under yourCertifiedPlus contract. See below:“Ms. [redacted],Thank you for sending in your damage description and pictures. After reviewing theinformation, the following items are not covered under your Certified Plus contract:? Any scratch located on the bumper or other plastic panel on your vehicle.? Any scratch that is beyond the depth of the primerSince I do not have pictures of several of the scratches, the technician will inspect yourvehicle and make a final decision on repairs at the time of your appointment.”b. We have investigated your statements with the technician and understandthat you were told that a scratch on the hood was beyond the depth ofthe primer and therefore excluded from repair. In addition, you were toldthat scratches to your plastic bumper covers were not covered under yourcontract. The technician then advised you that if you located your paintcolor code, simple touch-up paint, available to retail consumers, could beapplied to your damaged bumpers. Again, we suggest you apply or hiresomeone to apply this touch-up paint to prevent rust and for thedeterioration to your vehicle.c. Due to communication with you, previous to your appointment (as well asat the time of the appointment) that scratches beyond the depth of theprimer, on the bumpers or other plastic panels would not be repaired, wehave concluded that the scratch claim has been fully satisfied. In summary, we have completed an exhaustive review of your claims and communicationwith you, interviewed the claims representative and repair technician assigned to yourrepairs, and we have ultimately concluded that your claims were satisfied in accordanceto your service contract. We consider the matter closed.Sincerely,CertifiedPlus